Last updated: 06 October 2021 

Metrics allow you to keep track of your chatbot’s performance.

The chatbot platform comes with a variety of built-in metrics.

List of built-in metrics

Metric

Type

Description

Total subscribers

Value

The total number of people that have engaged with the chatbot. (Includes opening the chatbot and receiving the welcome message)

Total messages

Value

The total number of messages your chatbot has sent and received.

Interactions

Line graph

Number of messages sent and received broken down by hours of the day, averaged out to the date range.

Average interactions

Value

The number of total messages divided by the number of total subscribers.

Top conversations triggered

Table

The most frequently triggered FAQs, in descending order.

Top FAQ’s triggered

Table

The most frequently triggered FAQs, in descending order.

FAQ’s triggered

Value

The total number of FAQ answers sent by the chatbot.

Helpful FAQ’s

Value

The total number of times a user clicked `Yes’ when asked if an FAQ answer was helpful or not.

Human fallback triggered

Value

The number of times a user has requested help from a human.

Small talk triggered

Value

The total number of small talk answers sent by the chatbot.

Message types

Donut chart

Percentage of messages sent by the chatbot that are:

  1. FAQ answers

  2. Fallback answers

  3. Small talk answers

Not understood messages

Value

The number of times the chatbot was unable to provide a response to a user’s question.

Messages per intervals

Line chart

A graph of messages sent and received over a specified time range (daily / weekly / monthly / quarterly).

Subscribers per location

Pie chart

The split of chatbot users by location.

Active subscribers

Value

The number of subscribers who have sent at least one message.

Human fallback started

Value

The number of times the human fallback process was started.

Incomplete fallbacks

Value

The number of times a user has asked for help from a human but not provided all of the required details such as email or name.

Helpful FAQs

Value

The number of times a user has responded with ‘Yes’ when asked whether an FAQ response was helpful.

Not helpful FAQs

Value

The number of times a user has responded with ‘No’ when asked whether an FAQ response was helpful.

Total live chats

Value

The number of times a live chat agent has connected with a user after a live chat request.

Helpful live chats

Value

The number of times a user has responded with ‘Yes’ when asked whether a live chat session was helpful.

Not helpful live chats

Value

The number of times a user has responded with ‘No’ when asked whether a live chat session was helpful.

FAQ’s vs live chat requests

Pie chart

The split between the number of messages answered by the chatbot and the number of live chat requests.

Live chat users per location

Pie chart

The split of live chat users by location.

Feedback responses

Donut chart

The split between helpful FAQs, not helpful FAQs, and no user feedback.

Total Feedback Submitted

Value

The total number of times feedback was submitted by users.

Live chats claimed

Value

The number of times live chat agents have claimed live chat requests.

Unique live chats claimed

Value

The number of times live chat agents have claimed live chat requests per unique user (e.g. if the same user requests live chat twice, this metric will only increase by one).

Live chats unclaimed

Value

The number of times live chat agents have unclaimed live chat requests.

Average live chat queue time

Value

The average length of time between a chatbot user requesting a live chat agent and the live chat agent accepting the request.

Live chats resolved

Value

The number of resolved live chat requests.

Average live chat resolution time

Value

The average length of time between claiming a live chat request and marking it as resolved.

Top links clicked

Table

The most frequently clicked links across the entire chatbot.

Total links clicked

Value

The total number of links clicked across all chatbot messages.

Tickets created

Value

The total number of tickets created.

Tickets resolved

Value

The total number of tickets marked as resolved.

Average ticket resolution time

Value

The average length of time between opening a ticket and marking it as resolved.

Subscribers per language

Pie chart

A split of your chatbot users by language.

Sessions completed

Value

The total number of sessions between users and the chatbot. A session is defined by continuous engagement between the user and the chatbot and resets after 5 minutes of inactivity.

Conversations triggered

Value

The total number of chatbot conversations triggered.

Active live chats

Live value

The total number of live chat conversations currently happening, calculated using claimed live chat requests.

Active conversations

Live value

The total number of chatbot conversations currently happening, discounting any live chat conversations.

Average session length

Duration

The average length of a session, represented in minutes.

Regular sessions completed

Value

The total number of strictly chatbot sessions.

Average regular session length

Duration

The average length of a chatbot session, represented in minutes.

Live chat sessions completed

Value

The total number of strictly claimed live chat sessions.

Average live chat session length

Duration

The average length of a claimed live chat session, represented in minutes.

Subscribers per channel

Bar chart

The number of chatbot subscribers broken down by channel.